Jira Service Management Automation Engineer

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE. LTD. in Singapore seeks an experienced Jira Service Management consultant to lead a modernization of ITSM using SHIP-HAT JSM.

You will design target-state processes and implement service projects, forms, automations, and integrations. You will work across IT operations and software engineering teams, configuring Jira/Confluence and integrating with GitLab to improve incident, change, and release workflows, while ensuring a smooth data migration and post‑go-live

Qualifications

• At least one hands‑on Jira Service Management implementation.
• Strong JSM configuration: workflows, forms, automation, SLAs, permissions.
• Practical ITSM knowledge: incident, service request, problem, change.
• Experience automating via REST APIs, webhooks, scripting.
• Experience integrating JSM with other systems.
• Familiar with GitLab or similar DevOps tools and CI/CD concepts.
• Experience with Jira and Confluence across IT ops and software teams.
• Ability to own a technical workstream and communicate with stakeholders.

Responsibilities

• Assess the existing JSM environment and design a simplified, modern target-state ITSM solution on SHIP-HAT JSM.
• Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals, and notifications.
• Implement and improve incident, service request, problem, change, and knowledge management workflows.
• Develop automation for ticket routing, approvals, escalation, incident handling, and service fulfillment.
• Design, build, and troubleshoot integrations using REST APIs, webhooks, scripting, and supported connectors.
• Integrate JSM with Jira, Confluence, and GitLab/DevOps tools, using approved interfaces, to improve traceability across incidents, changes, releases, and engineering work.
• Plan and support migration of agreed configurations and data from JSM Data Center, including mapping, testing, validation, and cutover.
• Support user acceptance testing, technical documentation, operational handover, and post-go-live stabilization.

Skills

Jira Service Management

JSM configuration

ITSM processes

REST APIs

Scripting

System integrations

GitLab/DevOps tools

Confluence/Jira

Stakeholder communication

Tools

Jira

Confluence

GitLab

CI/CD concepts

Release/change management

Job description

RAPSYS TECHNOLOGIES PTE. LTD. in Singapore seeks an experienced Jira Service Management consultant to lead a modernization of ITSM using SHIP-HAT JSM.

You will design target-state processes and implement service projects, forms, automations, and integrations. You will work across IT operations and software engineering teams, configuring Jira/Confluence and integrating with GitLab to improve incident, change, and release workflows, while ensuring a smooth data migration and post‑go-live